[ZD] 'Updater' condition in View
Hi, Community.
Messaging Tickets were reopened on 5/3 12:02 [KST] due to an additional message from the customer.
At 12:04 [KST], when I looked at the ticket updater, it was displayed as 'Agent', not 'User' or 'Customer'.
The agent must have left a last message before the ticket reopened.
I contacted Zendesk Support, but when the person who created the ticket was a Customer,
it was a system update and it was not reflected in the ticket updater.
When the ticket is reopened due to an additional message from the customer, is there a way to display the ticket updater as 'Customer (User)'?
Thanks,
Siana.
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Hi Siana,
I believe this happens due to the way messaging is currently integrated with the Agent Workspace. We only update the ticket comments for messaging after a chat has ended(idle timeout/set to pending/solved etc.). The ticket updater should be attributed correctly once that happens.
We totally understand this is not an ideal experience for customers, and are currently exploring ways to improve it.
Do let me know if you have any further questions/feedback on the experience!
Cheers,
Mei-E
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Hi, Mei-E.
Thanks for the reply.
Well then, I'll be waiting.
If you have any updates on this issue, please share.Thanks,
Siana.
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